We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 386796 results
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Decision Reference DRN-5979307
27 Nov 2025 Freeway UK Insurance Services Limited UpheldInsuranceDRN-5979307 The complaint Mr I has complained that he has had to pay an additional premium for his taxi insurance policy through Freeway UK Insurance Services Limited because the insurance company who provide it wouldn’t accept his proof of no claim discount (NCD). What happened Mr I p... (3 pages)View decision -
Decision Reference DRN-5847120
27 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5847120 The complaint Miss R is unhappy with the service she has received from Clydesdale Bank Plc trading as Virgin Money. She said she received a parking ticket and contacted Virgin Money to ask for details about the transaction, but the call handler put the phone down on her twic... (2 pages)View decision -
Decision Reference DRN-5923162
27 Nov 2025 Monument Bank Limited Not upheldBanking and PaymentsDRN-5923162 The complaint Mr M complains about the service he received from Monument Bank Limited (“Monument”) when transferring his ISA to it. In particular, Mr M is unhappy with the delays experienced in the allocation of his funds to his account and Monument’s failure to inform him o... (3 pages)View decision -
Decision Reference DRN-5979522
27 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5979522 The complaint Mr N complains that Nationwide Building Society (‘Nationwide’) won’t refund money he lost as a result of a scam. What happened In and around January/February 2024, Mr N was looking for a part time job in order to earn some passive income. Mr N said he received... (8 pages)View decision -
Decision Reference DRN-5947685
27 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5947685 The complaint Mr C complains that documents Santander UK Plc sent him about his cash ISA were wrong and misleading. What happened Mr C had a cash ISA with Santander on a fixed interest rate of 4.15% until 1 June 2025. In May 2025 Santander wrote to him reminding him of the e... (2 pages)View decision -
Decision Reference DRN-5722699
27 Nov 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5722699 The complaint Miss A complains that ONMO Limited irresponsibly lent to her. What happened Miss A was approved for an ONMO credit card in August 2023, with a £600 credit limit. Miss A says this was irresponsibly lent to her. Miss A made a complaint to ONMO, who did not uphold... (3 pages)View decision -
Decision Reference DRN-5946558
27 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5946558 The complaint Mr M complains that he is unable to pay his bills due to the restrictions Barclays Bank UK PLC (“Barclays”) placed on transfers made through its telephony team of over £500 and that Barclays unfairly closed his account. Mr M believes he’s been discriminated aga... (3 pages)View decision -
Decision Reference DRN-5972347
27 Nov 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5972347 The complaint Mr A complains about the quality of a car he has been financing through an agreement with Creation Consumer Finance Ltd trading as Creation. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ove... (3 pages)View decision -
Decision Reference DRN-5899605
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5899605 The complaint Mrs A’s complaint is about HSBC UK Bank Plc’s failure to transfer the balance of an existing ISA with it into a new one that she had opened. What happened On 8 July 2025 Mrs A applied for a new ISA with HSBC via mobile banking app. She also completed forms to t... (3 pages)View decision -
Decision Reference DRN-5852119
27 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5852119 The complaint Mr H complained about the way PayPal UK Ltd (PayPal) dealt with a claim for money back for flights purchased using his PayPal credit account. What happened Mr H bought flights for around £1,200 from an online travel agent I’ll call T, using his PayPal credit a... (3 pages)View decision
